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Customer Service Specialist (Oakville, CA)

We are experts in career tech­nol­o­gy. We have been pro­vid­ing job board and recruit­ment tech­nol­o­gy to our clients since 2000, work­ing with the world’s lead­ing media brands and orga­ni­za­tions in 10 lan­guages and 14 countries.

Madgex has offices based across the globe and has been named in The Sun­day Times 100 Best Com­pa­nies to Work for and Great Places to Work. We’re grow­ing our Ser­vice team in Oakville and we want you to apply!

Require­ments

We are look­ing for a Cus­tomer Sup­port Spe­cial­ist to assist our cus­tomers with tech­ni­cal prob­lems when using our prod­ucts and ser­vices, between the hours of 10 am – 6:30 pm EST. Cus­tomer Sup­port Spe­cial­ist respon­si­bil­i­ties include resolv­ing cus­tomer queries, rec­om­mend­ing solu­tions and guid­ing prod­uct users through fea­tures and func­tion­al­i­ties of our prod­ucts. To be suc­cess­ful in this role, you will ide­al­ly have a back­ground in a soft­ware envi­ron­ment along with the abil­i­ty to learn about our prod­uct in order to iden­ti­fy client issues and require­ments quick­ly and accurately.

As this a client fac­ing role you should be an excel­lent com­mu­ni­ca­tor who’s able to earn our clients’ trust. Ide­al­ly you will also be famil­iar with help desk soft­ware (Zendesk/​Salesforce). Ulti­mate­ly, you will help estab­lish our rep­u­ta­tion as a com­pa­ny that offers excel­lent cus­tomer sup­port dur­ing all sales and after-sales procedures.

Respon­si­bil­i­ties

Tick­et and phone support

Respond to cus­tomer queries in a time­ly, pro­fes­sion­al and accu­rate way, via phone and tick­et support

Bug val­i­da­tion and triaging

Answer­ing prod­uct question

Iden­ti­fy cus­tomer needs and help cus­tomers use spe­cif­ic features

Main­tain­ing our Help Cen­tre content

Gen­er­al sys­tems maintenance

Tech­ni­cal project man­ag­ing of clients change requests on their site

Inform cus­tomers about new fea­tures and functionalities

Share fea­ture requests and effec­tive workarounds with team members

Fol­low up with cus­tomers to ensure their tech­ni­cal issues are resolved

Hold­ing reg­u­lar check in calls with clients to ensure their suc­cess in using our products

Who You Are:

A Fast Learner

Expe­ri­enced in cus­tomer ser­vice for soft­ware products

Able to demon­strat­ed expe­ri­ence work­ing with a soft­ware prod­uct pro­vid­ing tech­ni­cal ser­vices or ser­vice management

Able to demon­strate clear under­stand­ing of web and SaaS products

Proac­tive prob­lem solver with an abil­i­ty to pri­or­i­tize under pressure

Able to build last­ing relationships

Must be able to demon­strate empa­thy, a sense of urgency and abil­i­ty to ask the right ques­tions to quick­ly ascer­tain the core of an issue or request.

You’re an empa­thet­ic, sup­port­ive team mem­ber who is enthu­si­as­tic about per­son­al growth and learn­ing the ins and outs of the prod­ucts you sup­port. You are pas­sion­ate about pro­vid­ing great cus­tomer ser­vice to bring suc­cess to our client’s businesses.

You will already have achieved big things whether you have a degree or not and you’ll be look­ing to start the next chap­ter in your career with­in a grow­ing, glob­al com­pa­ny. You are cre­ative, con­sis­tent and dynam­ic as well as inspir­ing, sup­port­ive and a great communicator.

What It’s Like to Work at Madgex:

You will be part of a team of 5 Ser­vice Man­agers, with two based in Cana­da and three in Brighton, UK. The team very much work autonomous­ly day to day, man­ag­ing their own work load while also sup­port­ing each oth­er con­stant­ly. The ser­vice team have a ded­i­cat­ed line man­ag­er who is pas­sion­ate about your per­son­al devel­op­ment and ensur­ing you are hap­py in your role – reg­u­lar 1 – 2-1s and feed­back are very impor­tant to us.

Wecol­lab­o­rate – with our clients, with each oth­er and with our community

We’rebold – we think big, we chal­lenge and we’re brave

Ben­e­fits

At Madgex, we are a com­mu­ni­ty. We’re a friend­ly bunch with pas­sion, ambi­tion and we thrive on team work, learn­ing & devel­op­ment and our reg­u­lar social gath­er­ings. As an equal­ly impor­tant mem­ber of our team you will be reward­ed with:

A salary of up to 50,000CAD, reviewed annually

23 days’ annu­al paid vaca­tion, increas­ing each year you work with us

Reg­is­tered Retire­ment Sav­ing Plan (RRSP)

Life Insur­ance

Extend­ed health & den­tal plan

Long Term Dis­abil­i­ty plan

Employ­ee Assis­tance Plan (EAP)

We are com­mit­ted to your per­son­al career growth and we will pro­vide you with Learn­ing & Devel­op­ment resources

A ded­i­cat­ed Bud­dy in your first week along side a full induc­tion sched­ule, giv­ing you the chance to meet the whole Madgex family

Send us your resume along with a cov­er­ing let­ter telling us about you, your career, your ambi­tions and why you think you’d be a great fit with­in our team.